Business Analyst - Maternity Cover

We are seeking a Business Analyst on a 12-month fixed-term contract to provide maternity cover within our Customer Service Team. Based in our Mallusk office and reporting to the Head of Customer Service, the Business Analyst will play a key role in helping the business make informed decisions through data, insight, and continuous improvement. The role is responsible for delivering meaningful reporting, identifying opportunities to improve performance, supporting business transformation projects, and ensuring regulatory reporting remains accurate and compliant. Working across the organisation, the Business Analyst will transform data into actionable insights, support strategic initiatives, improve business processes, and help drive innovation across customer experience, operations, technology, and future business developments.

Role Responsibilities

Reporting & Insights

• Develop, maintain, and enhance business reports and dashboards that support operational and strategic decision-making.
• Ensure business reporting is accurate, timely, and delivers meaningful insights.
• Analyse customer, operational, and performance data to identify trends, risks, and opportunities.
• Produce regular and ad-hoc reports for senior management and key stakeholders.
• Support the development of a data-driven culture across the business.

Regulatory & Compliance Reporting

• Ensure all regulatory reporting is accurate, complete, and submitted within required timeframes.
• Continually review reporting processes to improve efficiency, accuracy, and auditability.
• Work closely with internal stakeholders to ensure business data meets regulatory requirements.

Business Improvement & Change

• Identify opportunities to improve business processes, customer experience, and operational performance.
• Gather and document business requirements for new systems, processes, and initiatives.
• Conduct root cause analysis to understand business issues and recommend practical solutions.
• Support the delivery of business improvement and transformation projects from concept through to implementation.
• Measure and report on the outcomes and benefits of change initiatives.

Business Growth & Innovation

• Support the evaluation and delivery of new business initiatives that contribute to business growth and operational efficiency.
• Research industry developments, competitor activity, and emerging technologies.
• Identify opportunities to leverage AI, automation, and digital solutions to improve customer and business outcomes.
• Contribute to future innovation programmes across customer service, reporting, smart metering, and operational delivery.

Stakeholder Engagement

• Build strong relationships with colleagues and stakeholders across the organisation.
• Present findings, recommendations, and insights in a clear and engaging manner.
• Work collaboratively with operational, customer, technology, and leadership teams to deliver business objectives.

Skills, Knowledge and Expertise

Essential Criteria

• Minimum 2 years' experience in a Business Analyst, Data Analyst, Reporting Analyst, Performance Analyst, or similar role.
• Strong analytical mindset with the ability to turn complex data into clear business insights.
• Advanced Microsoft Excel skills.
• Experience using Power BI or similar reporting and visualisation tools.
• Strong communication and stakeholder management skills.
• Experience gathering business requirements and documenting business processes.
• Proven ability to identify problems, analyse root causes, and recommend improvements.
• Excellent attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong organisational and planning skills.
• A proactive approach with the confidence to challenge existing ways of working and identify opportunities for improvement.

Desirable Criteria

• Experience within the utilities sector, including gas, electricity, water, or renewable energy.
• Knowledge of regulatory reporting and compliance frameworks.
• Experience working with CRM systems and business intelligence platforms.
• Experience using SQL or database reporting tools.
• Understanding of AI, automation, and data-driven decision-making.
• Experience supporting digital transformation or business change projects.
• Experience with smart metering, customer journey mapping, or customer experience improvement initiatives.

Benefits

• Enhanced annual leave 
• Up to 15% performance bonus 
• Hybrid working after training
• Private Medical Cover 
• Enhanced pension plan
• Life assurance
• Group income protection
• Enhanced maternity benefits
• Enhanced sick pay
• Recognition programs

On-Site Facilities

• Free on-site parking
• Electric car charging points
• New modern office space
• High tech workstations